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Programs: Service Excellence

At Hillsdale Hospital, our customers deserve to experience the highest quality of care. We know that customers who access our services need to be treated like family. Our goal is to make each customer feel welcome, informed, knowing who is in charge and what will happen next. Every effort is made to treat each person with respect and dignity, address any pain and anxiety and have all services well coordinated.

With these goals in mind, Hillsdale Hospital formed a team which was comprised of employees from various disciplines throughout our system; nursing, housekeeping, dietary, maintenance, laboratory, cardiopulmonary, billing, marketing, administration and admitting.

Service Excellence is a major cultural change that takes time and needs to be approached from many directions. Some of the areas of focus have been: the development and implementation of Service Excellence for employees, the revamping and resurgence of the patient comment cards, the development of a new marketing campaign, and the Gold Star Award Recognition. Each of these areas of focus has involved increased employee participation and ownership of their part in the success of the Service Excellence program.

As our employee Service Excellence presentation states, we want Hillsdale Hospital to be known as a place where employees choose to work, physicians choose to practice, and our community chooses to come for its healthcare needs.


Our Pledge to You...

Service Excellence


Hillsdale Hospital • 168 South Howell Street • Hillsdale, Michigan 49242 • 517.437.4451
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